Provide local (Malta) and remote IT support to end-users
Manage incidents and service request
Take full ownership of tickets from logging through to resolution
Ensure adherence to SLAs and high levels of user satisfaction
Communicate clearly with users on issue status and resolution
Install, configure, and maintain Windows and macOS devices
Manage full device lifecycle (provisioning, replacement, decommissioning)
Ensure devices are compliant with security policies and up to date
Support workplace systems (video conferencing, printing, peripherals)
Support Microsoft 365 services
Assist in user lifecycle processes (joiners, movers, leavers)
Use Entra ID, Intune, and Autopilot for identity and device management
Ensure correct access provisioning and permissions
Support patching, updates, and endpoint protection
Maintain accurate and structured ticket records in Jira
Contribute to service reporting (ticket volumes, SLAs, recurring issues)
Assist in building or maintaining Jira dashboards and filters
Identify trends and recurring problems and escalate for improvement
Identify repetitive tasks suitable for automation
Support basic automation initiatives (e.g., scripting, workflows, onboarding tasks)
Suggest improvements to IT processes and service delivery
Contribute to documentation and knowledge base improvements
Manage and support IT projects (deployments, migrations, rollouts)
Assist in implementing new tools and processes

IT Support Specialist

Key skills